Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/24/2024

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered a three month subscription and. Ever got it. Have been charged and paid twice now. I have emailed them repeatedly and they also say its been escalated , we will get back to you soon also ordered a one off box and received that but with the wrong size *******. Never followed up with me about this either. Same response. We will get back to you I want my money back. *** already spent about 150 dollars with them and only received one item that was incorrect. Still missing two boxes.

  Customer Answer

  Date: 08/18/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by RubyLove regarding complaint ID ********.
  
  Sincerely,
  
  *************************
  

• Initial Complaint

  Date:07/24/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 27th, I ordered a black teen period bikini for my daughter. The transaction went through with not problems. On May 29th, I received an email from the company asking me to confirm whether or not I received the item. This email stated that if I had not received the item then I should wait ***** hours. If I still didn't receive it, then I was instructed to contact their customer service department. On June 2nd, I emailed their customer service department at *********************************** They replied back the following day and stated that the item I purchased was on backorder and once my child's bathing suit was back in stock it would be shipped to me. On June 12th I emailed again requesting my order be cancelled and I be issued a refund. Each time the customer service representative tells me that my refund request is in the queue and will be reviewed as soon as possible. I have emailed this company 6 times regarding this order. They tell me the same thing each time. I finally said that I would be disputing the transaction with my bank and contacting the BBB. They said they were sorry I was frustrating and someone would review my refund. It's been almost 2 months. I tried calling the company 14 times. The phone line is always busy. I'm beginning to feel like this company is either mismanaged or is not a legitimate company. They should be easily able to issue a refund without problems. If I had known the bathing suit was on backorder I would have never placed the order in the first place. They lack adequate communication and customer service skills.

  Customer Answer

  Date: 08/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved. Although they lack effective customer communication, the business did follow through and sent the item in question. 
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  Date:07/23/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order placed 5/23/2024. Order status requested 6/14, 6/25, and 7/11. Order status or refund requested 7/16, which included a request for contact telephone. I was provided the following #, which is always busy or when sent to voicemail is full (Give us a call at ************. Our customer service team is available Monday Friday from 9am to 5pm ET.)

  Customer Answer

  Date: 08/18/2024

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding RubyLove has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:07/23/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order on June 9th for two products and my credit card was charged on the same day. I sent multiple emails over the next several weeks trying to get information on my order and why it was delayed and to cancel the order. I finally spoke to someone in customer service on the phone on July 9th and my order was shipped out immediately. I received my order on July 15th and one of the products was not the size I ordered. I was shipped an extra large and I had ordered a medium. I have sent multiple emails over the past week trying to get this resolved and I have just been told that the issue is being reviewed and that they would get back to me. They did ask me to send proof of what I received and I sent back the picture of the XL product. Since last Thursday, I have also tried calling the customer service number and have gotten a busy signal every time, so have been unable to get a hold of someone.Ultimately, I would like to exchange the product and get the correct size. I would settle for a refund. The product cost me $69.99. I have attached a picture of my order and of the product I received that was the wrong size.

  Customer Answer

  Date: 08/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  Date:07/19/2024

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order a swimsuit and recieved swim bottoms instead. Reached out to Ruby Love about the wrong item sent. They had stated that the complaint has been escalated to their team multiple times, but have only had correspondence with one person, ********. At one point they had made an order of the correct item then canceled it 7 mins later. I have tried calling but the number would not ring through. I hadn't heard back in almost 2 months so emailed again and just recieved the automated reply about getting back to me, no other follow up was given. I have attached all the email correspondence I have had with them. At this point I would like a full refund from the company.

• Initial Complaint

  Date:07/19/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered 4 swimsuits on May 6th. Three of them were delivered and one (Navy Blue) did not arrive in the package with no note or explanation. I reached out on May 20th to inquire about the missing swimsuit. A response received that day indicated that it was out of stock and would ship as soon as it was available. When nothing had arrived by the end of June, I reached out again on June 30th asking that the package ship immediately or that I be issued a full refund. A response received that day indicated that they would escalate the issue for review. It is now July ******************************************** received a refund for my purchase. I would like to receive a refund for the $55 at this time.

• Initial Complaint

  Date:07/15/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a teen bathing suit and underwear on 5/27/24 order# ****** which I paid $103.85. I never received the teen bathing suit in my order and I wanted to exchange 5 pairs of underwear for the next size. I called the company and left messages and no one returned any calls. I then emailed them and was told an agent reached out to me saying the teen bathing suit was back ordered which I never got any message. I was also told to exchange the items Id have to return and pay postage to do so which I did and the items were received on 6/18/24 via **** tracking # **** **** **** **** ***** I still have yet to receive the exchanged items after reaching out to them several times and the bathing suit. I am looking to get the items I have paid for or a full refund as this has been months with poor communication and no follow up on behalf of this company. I can never get thru to a direct agent and messages are not returned. Im not asking for the full amount because I received the womens bikini underwear.

  Customer Answer

  Date: 08/09/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by RubyLove regarding complaint ID ********.
  
  Sincerely,
  
  *********************
  

• Initial Complaint

  Date:07/11/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered the incorrect size from this company and followed their instructions on exchanging products. I received an email saying they received my items to be exchanged, but I never received the new (correct-sized) products. My initial correspondence with customer service was to confirm the items were shipped. Still, the only response I got was that my inquiry was "escalated this to our team to look further into this [issue]". After a few emails with no actual information except for that generic message, I requested a refund. It has now been 7 months and no refund has been issued. I essentially keep getting the same generic response from '********' saying she's escalated to her team. The email address for their HR department is ********************************** which seems like a fake email. I believe I've been had. I have the entire email exchange that I can provide if needed.

• Initial Complaint

  Date:07/08/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order with Ruby Love on June 3, 2023. The confirmation said that items would be received within 1-2 weeks. On June 16 I reached out saying I had not yet received a shipping notice. They responded saying they were delayed and would be shipping soon. A week later I reached out again and they still had not shipped and I asked to cancel the order because they had not been received in the amount of time promised and I could no longer use them because my kids were leaving for camp before I would get them. They promised to have someone contact me. No one ever did. I reached out to them several more times saying the order needs to be cancelled. They always responded saying someone would be in touch. Instead they eventually shipped the order, which I can no longer use, and did not receive them until July 2, 2024. I called them and they said they will not offer me a refund because they have no way to refund me. They never shipped the items in the amount of time promised and the items are not not usable. They will not accept a return and the woman who I spoke with was screaming at me on the phone. They are saying they cannot refund me because they have no way to. But they didn't provide the item in the time promised and when I tried to cancel the order before it shipped because I knew their delay would make it so that I could not use the item they kept saying someone would get back to me to deal with the issue but never did.

• Initial Complaint

  Date:07/08/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This past fall November 28, 2023 I got a Black Friday deal coupon code and bought a style my second daughter picked out. It is now July 2024, and still no bathing suit. After a couple months of nothing, I had to reach out to find out where the suit was. ******** from customer service said it was discontinued and to wait for it them to have it back in stock (which now I dont believe after reading others stories on here. Sounds like they are saying that for all their swimsuits) Finally spring, and after waiting months for the suit, with summer time and camps coming up, I have told her I will even accept a different bathing suit so that they dont have to give me my money back. ******** has been saying the same thing over and over that she has escalated the issue, this is not the type company they want to reflect, please be patient (?!?!?!?) and I will hear back, but no restitution for 8 months. I gave her my number to have someone call me since the lines are always busy when I call. I dont know how to get law enforcement involved, because something has happened to this company and they have stolen my money, and now Im seeing many many others as well.